Service Desk Analyst

WEX; São Paulo; On-site; BRL 42,000 - 72,000; Full time

Job summary

WEX is seeking a Technology Service Desk Technician in Brazil. The role involves delivering fast technical assistance on computer systems, supporting end users, and maintaining documentation.

Strong English communication and customer service skills are essential to resolve issues and uphold the Service Desk’s reputation. Responsibilities include incident and service request management, Tier 1/2 support, and collaboration with cross-functional teams.

Qualifications

• Fluent English for effective communication with users.
• 1–3+ years supporting Microsoft desktop/server operating systems.
• Experience supporting users/computers in a business environment is required.
• Experience supporting users/desktops/servers in Microsoft Office and Google applications.
• Willingness to work outside standard hours including weekends.

Responsibilities

• Manage incidents and service requests via IT portal, calls, and chats; act as single point of contact.
• Log, track, and update tickets in the ITSM system; maintain Asset Database.
• Provide Tier 1 and 2 support for end-user services and training where needed.
• Troubleshoot and resolve issues in line with XLAs/SLAs and business priorities.
• Escalate issues and coordinate with experts to resolve incidents quickly.
• Mentor newer employees and share knowledge with the team.

Skills

Fluency in English

Microsoft Active Directory

Customer service

Remote support

Documentation

Mentorship

Tools

Remote takeover software

ITSM system

Job description

Job Description: Technology Service Desk Technician

We are looking for a Technology Service Desk technician to provide fast and useful technical assistance on computer systems. You will answer queries on basic technical issues, line of business applications, and offer advice to solve them.

An excellent candidate must have a strong technical interest and basic customer service skills. They must be able to communicate effectively in the English language to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with difficult customers.

The goal is to create value for our End Users that will help preserve the Service Desk's value and reputation.

Responsibilities

• Manage Incidents and Service Requests from the IT portal, calls, and chats; act as a single point of contact
• Receive, log, and manage incidents and service requests; maintain Asset Database and track changes
• Provide exceptional customer service and IT Support to the WEX\WES population for all end-user services
• Provide Tier 1 and Tier 2 support of medium to high complexity
• Follow standard operating procedures; accurately log and update all work tickets using the IT Service Management System
• Utilize remote takeover software capabilities to deploy solutions, solve incidents, and train end users
• Troubleshoot problems and provide timely resolutions in accordance with established XLAs/SLAs
• Identify outages, **escalate** issues, involve experts, and assist in determining priority levels of tickets wherever required in order to resolve issues as quickly as possible
• Act as a mentor to newer employees
• Take ownership and responsibility of an issue from start through resolution
• Communicate expectations with customers as to resolution and timeframe, keeping users informed of progress
• Share resolutions with the extended team and document in the information knowledge base; provide training to team members as needed
• Learn fundamental operations of commonly used software, hardware, systems, and other equipment
• Develop a solid understanding of IT operations, applications, systems, and business-related processes and procedures
• Become familiar with WEX systems and resources
• Perform tasks that support the PMO release schedules and implementations as well as assigned projects within the master integrated Tech Ops plan in accordance with the SDLC
• Educate WEX constituency and promote adoption of available self-service tools
• Basic user provisioning work
• Mobile Device management and provisioning
• Act as a go-between for WEX internal to external 3rd parties for issue logging
• Potential onsite support for new software rollouts and in-person white glove support for executive VIPs
• Specialized software support as a subject matter expert
• Ability to work flexible hours, including weekends, non-business hours, and rotating shifts as needed to support business operations and emergency outages.

Qualifications

• Fluency in the English language to ensure effective communication
• 1–3+ years of supporting Microsoft desktop/server operating systems
• Experience supporting users/computers in Microsoft Active Directory
• Experience supporting users/desktops/servers in a business environment is required
• Experience supporting users in Microsoft Office, G-suite, and other Google applications
• Flexibility to work outside standard business hours, including weekends and shifts, as operational needs require
• Able to create and maintain detailed documentation
• Strong personal and team communication skills